Find out about tomorrow's cancellation tonight.
A missed appointment costs a fitting slot, a van, and two hours of somebody's day. Almost all of them were known the evening before by the customer and by nobody else.
Solar, home services and field ops · 10 steps
Confirmation calls are the definition of work that scales badly. They are quick, they are identical, and there are exactly as many of them as you have appointments.
So they get skipped when the diary is full, which is precisely when a no-show hurts most.
Step by step, with the node each one uses.
- 01
Only call at a reasonable hour
Business HoursNobody thanks you for a confirmation call at half seven in the morning, and in some places it is not permitted either.
- 02
Match the customer to the record
If Existing LeadSo the flow can name the appointment rather than asking the customer which one it means.
- 03
Fetch the appointment
Trigger WebhookCaptures the slot time and the engineer's name from your scheduling system into variables.
- 04
State the appointment
Playback AudioSpoken with the variables: the day, the window and who is coming. Specific enough that the customer knows immediately whether it is still right.
- 05
Confirm, move or cancel
Route to IVROne keypress. This is the entire point of the call and everything else exists to make this question answerable.
- 06
Take a new date when they want to move
Capture DigitsFour digits, day and month. It lands in a variable your scheduling system can read, so a reschedule does not need an agent either.
- 07
Write the outcome back
Trigger WebhookConfirmed, moved to the captured date, or cancelled. The diary is updated before the call ends.
- 08
Send the confirmation in writing
SMSA text with the slot, so the customer has it somewhere they will look tomorrow morning.
- 09
Move the record
Update Lead StageCancellations become a stage change rather than a note nobody reads.
- 10
Escalate the awkward ones
Route to TeamAnyone who does not press a key, or who wants something the flow cannot do, reaches scheduling with the appointment already on screen.
The variables.
Captured mid-call and readable by every later node, including inside a spoken prompt and inside a webhook body.
${APPT_TIME}The slot, spoken back to the customer${TECH_NAME}Who is attending, spoken back${NEW_DATE}Four digits the caller keys in when reschedulingThe cancellations you find tonight are slots you can refill tomorrow. The ones you find at eight in the morning are a van already loaded.
It also removes the reason confirmation calls get skipped: they no longer compete with anything for agent time.
- Validate the captured date before you write it. Four digits will happily accept the thirty-second of the thirteenth, and your scheduling system should reject that rather than the customer discovering it.
- Send the SMS on the confirm branch too, not only on reschedule. The confirmation is the artefact the customer actually keeps.
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